---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Provide final credit to customer

# Provide final credit to customer {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

If a merchant's representment was not approved as sufficient supporting evidence by
the issuing bank, the issuing bank upholds the chargeback.

## Before you begin

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#provide-final-credit-to-customer__dispute-agent-connector-role-prereq-reuse}  
Important:  
For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/_k8aAtmWw~gvbSaui5WAKQ "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

If a merchant's representment was not approved as sufficient supporting evidence by
the issuing bank, the issuing bank upholds the chargeback, and final credit
is
provided to the customer.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon.]()).
3. In the Lists tab, under Card disputes service cases, open the case list.
   * For your assigned cases, select Assigned to me.
   * For all dispute cases, select All.
   {#provide-final-credit-to-customer__choices_fpl_c4q_f5b}
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
6. Select the Provide final credit activity under the Chargeback playbook stage.
7. Select the Provide final credit task that you want to complete.
8. On the form, fill in the required fields and any other related information that you've gathered.
9. **Optional:** In the Work notes field, enter any comments.
10. After you have entered the details in the task, select Update.
11. Close the task from the playbook.

    | Dispute activity | Action |
    | To close the Provide final credit task | Select Close. |
    |-|-|

    {#provide-final-credit-to-customer__choicetable_gpl_c4q_f5b}
{#provide-final-credit-to-customer__steps_dpl_c4q_f5b}

## Result

Once final credit issuance to the customer is submitted, the transaction task state
updates to Closed complete.

*[\>]: and then